WO2004017584B1 - Contact center architecture - Google Patents

Contact center architecture

Info

Publication number
WO2004017584B1
WO2004017584B1 PCT/US2003/024107 US0324107W WO2004017584B1 WO 2004017584 B1 WO2004017584 B1 WO 2004017584B1 US 0324107 W US0324107 W US 0324107W WO 2004017584 B1 WO2004017584 B1 WO 2004017584B1
Authority
WO
WIPO (PCT)
Prior art keywords
contact center
node
server
communications
voice
Prior art date
Application number
PCT/US2003/024107
Other languages
French (fr)
Other versions
WO2004017584A1 (en
Inventor
Carl Schoeneberger
Justin Broughton
Michael P Dimitroff
Kevin Mcpartlan
Charles Hymes
Chandra Pisupati
Original Assignee
Nuasis Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Nuasis Corp filed Critical Nuasis Corp
Priority to EP03788306A priority Critical patent/EP1527581A1/en
Priority to AU2003263957A priority patent/AU2003263957A1/en
Publication of WO2004017584A1 publication Critical patent/WO2004017584A1/en
Publication of WO2004017584B1 publication Critical patent/WO2004017584B1/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
    • H04L41/5064—Customer relationship management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/222—Monitoring or handling of messages using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/21—Monitoring or handling of messages
    • H04L51/226—Delivery according to priorities
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
    • H04L41/065—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis involving logical or physical relationship, e.g. grouping and hierarchies
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
    • H04L41/5003—Managing SLA; Interaction between SLA and QoS
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/404—Collaboration among agents
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/20—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems
    • H04M2207/203—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place hybrid systems composed of PSTN and data network, e.g. the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer

Abstract

The present invention is a system and method of receiving realtime and non-realtime communications from customers (101, 102, 103), distributing those communications efficiently to an appropriate agent (150) and providing a response to the communication within an appropriate time. The present invention utilizes a hub (HUB-A) and node (120) architecture where realtime communications such as a voice call (105) entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway (110) before being sent to a voice server (120). Other realtime and non-realtime communications are received by an appropriate media server. Routers (140-146) for each media type access a predetermined set of routing data with an application server through a corporate and CRM database (158) to facilitate routing through a node router (146) to the appropriate node and agent (150).

Claims

AMENDED CLAIMS
[received by the International Bureau on 27 February 2004 (27.02.04); claims 1, A, 5, 7-10, 12-16, 19, 20, 36, 37, 63, 64, amended; claim 11 canceled, new claims 65-93 added; remaining claims unchanged (pages 14)]
+ STATEMENT
What is claimed is;
1. A contact center for receiving and routing communications from a customer to a plurality of agents Lo elicit a response, the contact center comprising; a. at least one hub configured to receive and route the communications from Ihe customer, the at least one hub including: i. at least one server configured to receive the communications from the customer; ii. at least one gateway configured to receive a voice call from the customer; iii. at least. pτιe router coupled to the at least one server, the at least one router configured to -normalize the communications from the customer; and iv. an application server coupled to the at least one τouter> the application server configured to rouLc the communications based upon a set of predetermined routing criteria; and b. at least one node coupled to the at least one hub, the at least one node configured to receive the communications,, the at least one node further configured to route the communications to the plurality of agents.
2, The contact center as claimed in claim 1 further comprising a node router configured to interface between the at least one hub and the at least one node, wherein the node router provides the application server with tbe availability status ofthe at least one node and the plurality of agents.
3. The contact center as claimed in claim. 1 further comprising an immediate workflow engine configured in the application server, wherein the immediate workflow engine includes the predetermined routing criteria.
4, The contact center as claimed in claim 3 further comprising at least one corporate CRM database coupled to the at least one hub, wherein the immediate workflow engine is configured to extract a set of CRM data from the at least one corporate CRM database.
99
5. The contact center as claimed in claim 1 wherein the at least one server includes: a. an email server configured to receive non-realLirπe communication including emails and voice messages; b. a web collaboration server configured to receive realtime communications including web collaboration requests; and c. a voice server coupled to the at least one gateway, the voice server configured to Teceive the voice call from. Hie at least one gateway.
6. The contact center as claimed in claim 5 wherein the at least one router includes: a. an email router corresponding to the email server; b. a web col laboration router corresponding to the web collaboration server; and c. a voice router corresponding to the voice server.
7. The contact center as claimed in claim 1 further comprising a software ACD configured in the application server, wherein the software ACD matches the at least one node to the communications.
8* The contact center as claimed in claim 7 wherein the software ACD optimally matches the plurality of agents to the communications.
9, The contact center as claimed in claim S wherein a first one of the at least one nodes match the communications to a second one of the at least one nodes when a plurality of nodes exist, and the at least one hub is nol operational, and further wherein the at least one node maLches the communications to the plurahly of agents when the at least one hub is not operational.
10. The contact center as claimed in claim 8 further comprising a nuasis database, coupled to a workflow engine, the nuasis database configured to record a set of transaction data produced by the workflow engine.
12. The contact center as claimed in claim 10 further comprising a contact history viewer, the contact history viewer configured to allow the plurality of agents to view the set of transaction data.
100
13. The contact center as claimed in claim 7 wherein the software ACD calculates a contact priority value for every communication when one of the plurality of agents is available.
1 . The contact center as claimed in claim 1 wherein the at least one node includes; a. a node voice server configured to receive a local voice call from a local gateway; b. a node voice router coupled to the node voice server and configured to receive the local voice call from the node voice server; and c. a node application server coupled to the node voice router and the at least one hub, wherein the node application server is configured to receive the local voice call from the node voice router, and further wherein the node application server is configured to receive the communications from the at least one hub.
15. The contact center as claimed in claim 1 wherein the at least one gateway includes: a. a proxy table configured in each of the at least one gateway, wherein the at least one gateway sends the voice call to one of at least one proxy server; and b. a call restoration data table configured in each of the at least one gateway, wherein the call restoration data table provides data to restore a lost call.
16. The contact center as claimed in claim 15 wherein the voice call is divided by the at least one gateway into a session initiation protocol portion and a real time protocol portion.
17. The contact center as claimed in claim 16 wherein the at least one hub includes the at least one proxy server, the at least one proxy server configured to receive the session initiation protocol portion of the voice call
18. The contact center as claimed in claim 16 further comprising at least one media server configured in the at least one hub, the al least one media server configured to receive the real time protocol portion for the voice call.
19. The contact center as claimed in claim 15 wherein the at least one node is coupled to each of the at least one hub with a local areanetwork connection.
101
20. The contact center as claimed in claim 15 wherein the at least one gateway is configured such that when one oflhe at least one gateway fails, the remainder of Hie at least one gateway remains operational,
21. The contact center as claimed in claim 15 wherein the proxy table selects the appropriate proxy Server based on a priority scheme.
22, The contact center as claimed in claim 15 wherein the data provided to the call restoration data table is transmitted to the call restoration data table in a session initiation protocol packet, further wherein the session initiation protocol packet includes a header and an SDP body.
23. The contact center as claimed in claim 22 wherein the data provided to the call restoration data table is stored as a key value pair, further wherein the key value pair is derived from the header and the SDP body,
24. The contact center as claimed in claim 5 further comprising: a. a plurality of shared file folders configured in the email server where non- realtime communications are received and stored, wherein an aged communication is extracted from the plurality of shared fϊ 1 e folders based on a set of predetermined escalation criteria; b, an escalation service coupled with the plurality of shared file folders such that the escalation service routes the aged communication to the immediate workflow engine; and c. a plurality of designated agents such that the aged communication is displayed on a desktop of a first designated agent after receiving the aged communication from the immediate workflow, wherein the first designated agent provides an immediate response to the aged communication on the desktop, and further wherein the escalation service escalates an immediate communication to the immediate workflow engine for routing to the first designated agent.
25. The contact center as claimed in claim 24 wherein the desktop includes a visual indicator, further wherein the visual indicator includes an expiration time for the aged communication in the plurality of shared file folders.
102
26. The contact center as claimed in claim 24 wherein the communication is designated as immediate based on the set of predetermined escalation criteria before the communication becomes aged.
27. The contact center as claimed in claim 24 wherein the escalation service checks a present threshold for a maximum number of immediate workflows and delays escalating the communications designated as immediate until H e number of immediate workflows is below the threshold.
28. The contact center a$ claimed in claim 24 further comprising a second designated agent, wherein when the first designated agent does not answer the aged communication, the immediate workflow routes the aged communication to the second designated agent.
29, The contact center as claimed in claim 28 further comprising sending an acknowledgment message when the first and second designated agents are unavailable,
30- The contact center as claimed in claim 28 wherein the aged communication is routed to the second designated agent aΛcr the first designated agent docs not answer Hie prompt,
31. The contact center as claimed in claim 28 wherein the aged communication is routed Lo the second designated agent after the first designated agent answers the prompt by declining to respond to the aged communication.
32. The contact center as claimed in claim 24 wherein the first designated agent is prompted when the first designated agent does not respond within a predetermined timeout period after the aged communication is displayed on the desktop.
33. The contact center as claimed in claim 24 wherein the set of predetermined escalation criteria arc variable such that the set of predetermined escalation criteria will change while the first designated agent responds to the aged communication.
) 34. The contact center as claimed in claim 24 wherein the first and second designated agents may select non-realtime communications from the plurality of shared file
103 folders that are not designated as aged, and further wherein ύia first and second designated agents respond to those non-real time communications not designated as aged.
35. The contact center as claimed in claim 24 wherein an agent is designated based on a set of predetermined designation criteria.
36. The contact center as claimed in claim 1 further comprising: a. a τemote data access device; b . a remote terminal coupled with the remote data access device through a data circuit; and c, a remote telephone coupled with the at least one gateway through a telephone circuit, wherein when a remote agent logs the remote terminal into the contact center, a voice component ol the voice call is transmitted from the at least one gateway to the remote telephone and data component of the voice call is transmitted from the contact center to the remote terminal.
37. The contact center as claimed in claim 36 wherein when the remote terminal logs mto the contact center, the remote terminal provides a phone number to direct the transmission of the voice component of the voice call from the at least one gateway to the remote telephone.
38. The contact center as claimed in clai 36 wherein the remote agent can respond to the voice call using the remote telephone and the remote terminal.
39. The contact center as claimed in claim 36 wherein the telephone circuit is a public switched telephone network.
40. The contact center as claimed in claim 36 wherein the data circuit is a high speed internet connection.
41. The contact center as claimed in claim 36 wherein the data circuit is a high speed wireless internet connection.
104
42. The contact center as claimed in claim 36 wherein the remote data access device is a VPN device.
43. The contact center as claimed in claim 1 further comprising a graphical user interface for displaying on an agent desktop, the graphical user interface including: a. a shutters managed display having a task bar, wherein the task bar incl udes at least one managed application; b. at least one shutter icon corresponding to each one of the at least one managed applications; and c, a workflow having at least one step corresponding to each one of the at least one shutter icons, wherein one of the at least one shutter icons is selected according to the corresponding step of the workflow, and the managed application corresponding to the selected shutter icon is displayed in a managed application display area, wherein a predetermined set of rules determines the siϊe, placement and visibility of the at least one managed application in the managed application display area.
44, The contact center as claimed in claim 43 further wherein the managed application corresponding to the selected shutter icon is displayed outside of the managed application display area,
45. The contact center as claimed in claim 43 further comprising a quick start bar, wherein the quick start bar includes at least one non-managed application.
46. The contact center as claimed in claim 43 further comprising a contact center control panel illustrating current contact information.
47, The contact center as claimed in claim 43 wherein the graphical user interface is displayed on the agent desktop having a display and an input device.
48. The contact center as claimed in claim 47 wherein the input device is used to selectively input data in to any one of the at least one managed applications,
49, The contact center as claimed in claim 43 wherein when one of the plurality of agents select any of the at least one shutter icons, the corresponding managed application is displayed in the managed application display area.
105
50. The contact center as claimed in claim 1 further comprising a second graphical user interface for displaying in an application on the agent desktop, the second graphical user interface including: a. a view including a plurality of wedges, wherein each of the plurality of wedges represents a value; b. a thumb corresponding to each of the plurality of wedges, the thumb configured to allow a user to change the value of the corresponding wedge; and c. a track forming an outside edge of the view, the track configured to allow the user to change an attribute of the second graphical user interface, wherein when the user changes the val ue of any o f the plurality of wedges, the remaining wedges adjust flicir values according to a set of predetermined al location criteria.
51. The contact center as claimed in claim 50 wherein the thumb is configured such that the user changes the value of one of the plurality of wedges by dragging the thumb.
52. The contact center --s claimed in claim 50 wherein the thumb and tlie track are configured such that the user changes the value of one or the plurality of wedges by clicking on the track.
53. The contact center as claimed in claim 50 wherein the sum of the values of the plurality of wedges is a constant value.
54. The contact center as claimed in claim 53 wherein the track is configured such that tl e user changes the attribute of the graphical user interface by dragging the track.
55. The contact center as claimed in claim 54 wherein the attribute of the second graphical user interlace is the constant value.
56. Tlie contact center as claimed in claim 50 wherein any of the plurality of wedges can be locked by the user such that the value corresponding to the locked wedge will not change.
106
57. The contact center as claimed in claim 50 further comprising an allocation algorithm, wherein the allocation algorithm creates a relationship between any oflhe values of the plurality of wedges.
58. The contact center as claimed in claim 50 further comprising a plurality of text boxes corresponding to each of tlie plurality of wedges, wherein the text boxes include the value of each of the plurality of wedges, and further wherein the user may change the value of any of the plurality of wedges by entering a new value into any of the plurality of text boxes,
59. The contact center as claimed in claim 50 further comprising a plurality of control buttons, wherein the control buttons are programmable, thereby allowing the user to customize the function of the control buttons.
60. The contact center as claimed in claim 50 wherein the view is a circle.
61. The contact center as claimed in claim 50 wherein tlie view is a rectangle.
62. Tl e contact center as claimed in claim 50 wherein the view is a bar graph.
63. Λ method of distributing communications in a contact center to elicit a response, Hie method comprising: a. receiving tlie communications in at least one hub, wherein the at least one hub includes at least one server configured to receive the communications; b. normalizing the communications, wherein at least one media router is configured for normalizing the communications; and c. routing the communications, wherein an application server is configured to route the communications to at least one node based upon a set of predetermined routing criteria, further wherein the at least one node is configured to route Hie communications.
64. A contact center for distributing communications to elicit esponse, Ihe contact center comprising: a, means for receiving the communications in at least one hub; b. means for normalizing the communications, wherein the normalizing means are coupled to the receiving means; and
107 c. means for routing the com unications to at least one node based upon a set of predetermined routing criteria, wherein the routing means arc coupled to the normalizing means.
65. The contact center as claimed in claim 1 wherein the plurality of agents have a common set of controls for receiving and responding to the communications.
66. The contact center as claimed in claim 65 further comprising a softphone, wherein the plurality of agents utiJføc the softphone for receiving and responding to the communi cations.
67, The method as claimed in claim 63 ftirther comprising receiving a voice call from the customer wherein at least one gateway is configured to receive the voice call.
68. The method as claimed in claim 63 further comprising interfacing between the at least one hub and the at least one node with a node router, wherein the node router provides the application server with the availability status of the at least one node and the plurality of agents.
69, The method as claimed in claim 63 further comprising configuring an immediate workflow engine in the application server, wherein the immediate workflow engine includes the predetermined routing criteria.
70. The method as claimed in claim 69 further comprising extracting a set of CJRM data from at least one corporate CRM database, wherein the at least one corporate CRM database is coupled to the at least one hub, and further wherein the immediate workflow engine is configured to extract the set of CRM data from the at least one corporate CRM database.
71. The method as claimed in claim 67 further comprising: a, configuring an email server m the at least one server to receive non-realtime communicati on including e ai Is and voice messages; b. configuring a web collaboration server in the at least one server to receive realtime communications including web collaboration requests; and c. coupling a voice server to the at least one gateway, tlie voice server configured to receive the voice call from the at least one gateway.
72. The method as claimed in claim 1 further comprising; a. configuring an email router corresponding to the email server; b. configuring a web collaboration router corresponding to the web collaboration server; and c. configuring a voice router correspon di πg to the voi ce server.
73. The method as claimed in claim 63 further comprising matcJbing the at least one node to the communications with a software ACD configured in the application server.
74. Tlie method as claimed in claim 73 wherein the software ACD optomally matches the plurality of agents to the communications.
75, The method as claimed in claim 74 wherein a first one of the at least one nodes match tlie communicati ns to a second one of the at least one nodes when a plurality of nodes exist, and the at least one hub is not operational, and further wherein the at least one node matches the communications to the plurality of agents when the at least one hub is not operational.
76. The method as claimed in claim 74 further comprising recording a set of transaction data produced by a workflow engine with a nuasis database, wherein the nuasis database is coupled to the workflow engine.
77. The method as claimed in claim 76 further comprising configuring a contact history viewer such that the plurali y of agents can view the set of transaction data.
78. The method as claimed in claim 73 further comprising the software ACD calculating a contact priority value for every communication when one of the plurality of agents is available.
79. The method as claimed in claim 63 further comprising: a. configuring a node voice server to receive a local voice call from a local gateway; b, coupling a node voice router to the node voice server and configuring the node voice router to receive the local voice call from the node voice server; and
109 c. coupling a node application server to the node voice router and the at least one hub, wherein the node application server is configured to receive the local voice call from the node voice router, and further wherein the node application server is configured to receive communications from the at least one hub.
SO. Tlie method as claimed in claim 63 wherein the plurality of agents have a common set of controls for receiving and responding to the communications.
SI . The contact center as claimed in claim 64 further comprising means for receiving a voice cal I from the customer wherein the receiving means includes at least one gateway configured to receive the voice call.
82. The contact center as claimed in claim 64 further comprising means for interfacing between the at least one hub and the at least one node wherein the interfacing means includes a node router, further wherein the node router provides the application server with the availability status of the at least one node and the plurality of agents.
83. The contact center as claimed in claim 64 further comprising means fof configuring an immediate workflow engine in tlie application server, wherein the immediate workflow engine includes the predetermined routing criteria.
84. The contact center as claimed in claim 83 further comprising means for extracting a set of CRM data from at least one corporate CRM database, wherein the at least one corporate CRM database is coupled to the at least one hub, and further wherein the extracting means includes an immediate workflow engine configured to extract the set of CRM data from the at least one corporate CRM database.
85. The contact center as claimed in claim 81 further comprising; a. means for configuring an email server in the at least one server to receive non- realtime communication including emails and voice messages; b. means for configuring a web collaboration server in the at least one server to receive realtime communications including web collaboration requests; and c. means for coupling a voice server to the at least one gateway, the voice server configured to receive the voice call from the at least one gateway.
86. The contact center as claimed in claim 85 further comprising:
110 a. means for configuring an email router corresponding to the email server; b. means for configuring a web collaboration router corresponding to the web collaboration server; and c. means for configuring a voice router corresponding to the voice server.
87, The contact center as claimed in claim 64 further comprising means for matching the at least one node to the communications wherein the matching means include a software ACD configured in the application server.
88. The contact center as claimed in claim 87 wherein the matching means optimally matches the plurality of agents to the communications.
89. The contact center as claimed in claim 88 further comprising a second means for matching wherein the second matching means includes a first one of the at least one nodes configured to match the communications to a second one of the at least one nodes when a plurahty of nodes exist, and Hie at least one hub is not operational, and further wherein the at least one node matches the communications to the plurality of agents when the at least one hub is not operational.
90. The contact center as claimed in claim SS further comprising means for recording a set of transaction data produced by a workflow engine, wherein the recording means includes a nuasis database, wherein the nuasis database is coupled to the workflow engine.
91 - The contact center as claimed in claim 90 further comprising means for configuring a contact history viewer such that d e plurality of agents can view the set of transaction data.
92, The contact center as claimed in claim 87 further comprising means for calculating a contact priority value for every communication when one of the plurality of agents is available, wherein the calculating means includes the software ACD.
93 , The contact center as claimed in claim 64 wherein the plurality of agents have a common set of controls for receiving and responding to the communications.
ill
PCT/US2003/024107 2002-08-16 2003-07-31 Contact center architecture WO2004017584A1 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP03788306A EP1527581A1 (en) 2002-08-16 2003-07-31 Contact center architecture
AU2003263957A AU2003263957A1 (en) 2002-08-16 2003-07-31 Contact center architecture

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US40407602P 2002-08-16 2002-08-16
US60/404,076 2002-08-16
US43597402P 2002-12-20 2002-12-20
US60/435,974 2002-12-20

Publications (2)

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WO2004017584A1 WO2004017584A1 (en) 2004-02-26
WO2004017584B1 true WO2004017584B1 (en) 2004-05-06

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PCT/US2003/024124 WO2004017161A2 (en) 2002-08-16 2003-07-31 High availability voip subsystem
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